Because you will receive a digital copy of an embroidery file (digital product) purchased, all Items are sold “as is” and we do not issue refunds once the order is accomplished and the product download link is sent and the product downloaded. You assume the responsibility for your purchase.
However, we realize that exceptional circumstances can take place with regard to the character of the product we supply.
Therefore, we DO honor requests for a refund for the following reasons:
- Specific terms stated on a specific digital product: Some digital products may explicitly state a full or partial refund is based on a satisfaction guarantee.
- Non-delivery of the product. Claims for non-delivery must be submitted within 7 days from the order placing date. Otherwise, the product will be considered received and downloaded;
- Download issues: it may happen that you are having problems while downloading the product. Claims regarding such issues must be submitted within 7 days. If you do not properly contact us during this period, you agree that we may construe silence as a successful download of the product with no further right of redress or refund for a “download issue” reason;
- Major defects: although all the products are thoroughly tested before release, unexpected errors may occur. You should contact us for such issues. We keep the right to rectify the error or defect within 72 hours. If any deficiency is approved and we fail to correct it within 72 hours from the date of the initial complaint letter or any other notification provided by a Customer, the refund will be issued to the customer in full without any compensations or reimbursements. OR, at the customer’s choice, replacement of the product of the same or around the same value can be offered;
- Product not-as-described: such issues should be reported within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints that are based merely on the customer’s false expectations or wishes are not honored.
Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some third-party software other than those which are specified as compatible in a description available on the sales page of each product. We don’t guarantee that our products are fully compatible with any third-party programs and we do not provide support for third-party applications.